CN104933179A

CN104933179A - User data processing method and system, and servers

Info

Publication number: CN104933179A
Application number: CN201510379866.2A
Authority: CN
Inventors: 王冬冬; 古李; 仇立萍
Original assignee: Beijing Qihoo Technology Co Ltd; Qizhi Software Beijing Co Ltd
Current assignee: Beijing Qihoo Technology Co Ltd
Priority date: 2015-07-01
Filing date: 2015-07-01
Publication date: 2015-09-23
Anticipated expiration: 2035-07-01
Also published as: CN104933179B

Abstract

Embodiments of the present invention provide a user data processing method and system, and servers. The method comprises the steps of: receiving user questioning data and a first identification of the user questioning data which are transmitted by a third party server via a data read-write interface of the third party server; allocating a second identification to the user questioning data, generating a data recording corresponding to the user questioning data in a database, and associating and storing the first identification, the second identification and the user questioning data in the data recording; obtaining replying data corresponding to the user questioning data, and adding the replying data to the data recording; and transmitting the replying data and the first identification to the third party server via the data read-write interface so as to enable the third party server to display the replying data under the user questioning data according to the first identification. Based on the data read-write interface, a proprietary party server can automatically obtain the user questioning data in the third party server, and processing efficiency of the user questioning data can be improved.

Description

User data disposal route, server and system

Technical field

The invention belongs to technical field of information processing, especially relate to a kind of user data disposal route, server and system.

Background technology

Various network application continues to bring out, user, when the various application using application provider to provide, often runs into various problem, now, user can be delivered by a public third-party platform problem that such as oneself runs into by forum's platform, to seek answer scheme.

For example, certain player of certain money game, may run into its equipment to lose, do not know how this game the various problem such as plays, these problems are published in a game forum by the mode of posting by it, thus see that other users of this model or contact staff can answer.Wherein, this contact staff refers to the relevant customer service staff of this game provider.

In order to serve user better, application provider can configure relevant contact staff in forum platform, carry out forum's account registration, to solve the problem of users in forum's platform.In addition, application provider, in order to better carry out the objects such as the improvement of applying, needs to collect the problem that users run into.At present, client personnel is by realizing the collection of customer problem information to the mode of inner processing platform such as customer service platform by the customer problem Data Enter in forum's platform.But this manual entry problem mode, often causes lower treatment effeciency.

Summary of the invention

For above-mentioned Problems existing, the invention provides a kind of user data disposal route, server and system, the mode in order to overcome existing manual entry customer problem data message easily causes the defect of lower treatment effeciency.

The invention provides a kind of user data disposal route, comprising:

Receiving third-party server puts question to data and this user to put question to first of data to identify by the user that the data read and write interface of third-party server sends; Wherein, the first mark is the mark that user puts question to data in third-party server;

For user puts question to data to distribute the second mark, and generate the data record of puing question to data corresponding with user in a database, put question to data correlation to be stored in data record the first mark, the second mark and user, wherein, the second mark is that user puts question to the mark of data in self-operation side's server;

Obtain the answer data of puing question to data corresponding with user, and answer data are added in data record;

By data read and write interface, answer data and the first mark are sent to third-party server, answer data are presented under user puts question to data to make third-party server according to the first mark.

Optionally, the white list comprising self-operation side's account information is stored in described third-party server;

Described user puts question to data to comprise described third-party server and puts question to from whole user and obtain data, and the user not comprising described self-operation side account information puts question to data.

Optionally, each user in described third-party server puts question to data all to have status indication, and described status indication puts question to the treatment state of data for marking corresponding user, and described status indication comprises does not answer status indication, closed condition mark;

Described user puts question to data to comprise described 3rd server and puts question to from whole user and obtain data, has the user not answering status indication and puts question to data.

Wherein, if user puts question to data not by self-operation side's answer, then described user puts question to the status indication of data for not answer status indication;

If user puts question to data by self-operation side's answer, then described user puts question to the answer process of data to terminate, and described user puts question to the status indication of data to be that closed condition has marked.

Further, described reception third-party server by the user that the data read and write interface of described third-party server sends put question to data and described user put question to data first mark after, described method also comprises:

By semantic analysis, the junk information in data message is putd question to filter to described user;

Described by described first mark, described second mark and described user put question to data correlation to be stored in described data record, comprising:

Data correlation is putd question to be stored in described data record the user after described first mark, described second mark and garbage information filtering;

The answer data that described acquisition and described user put question to data corresponding, comprising:

Obtain the answer data of puing question to data corresponding with the user after garbage information filtering.

Optionally, also comprise process state information in described data record, described process state information puts question to the treatment state of data in self-operation side's server for describing described user;

The answer data that described acquisition and the user after garbage information filtering put question to data corresponding, comprising:

Determine that described user puts question to the problem types belonging to data, and determine the processing node corresponding with described problem types;

Described data record is sent to described processing node, and data record after receiving the first process that described processing node returns, the process state information after data record comprises the first renewal after described first process and reply data.

Particularly, described by described data read and write interface by described answer data and described first mark send to described third-party server, to make described third-party server described answer data be presented under described user puts question to data according to described first mark, comprising:

Described third-party server is sent to by the process state information after described answer data, described first mark and described first upgrade by described data read and write interface, to make described third-party server described answer data be presented under described user puts question to data according to described first mark, and redefine according to the process state information after described first upgrades the status indication that described user puts question to data.

Optionally, also comprise the application identities that described user puts question to data corresponding in described data record, the application permission of each processor stored according to described application identities and described processing node to make described processing node carries out purview certification to the processor of processing said data record.

Particularly, describedly determine that described user puts question to the problem types belonging to data, and before determining the processing node corresponding with described problem types, also comprise:

Receive contact staff to indicate the process of described data record;

If described process instruction be represent described contact staff can not answer described garbage information filtering after user put question to the instruction of data, then perform and describedly determine that described user puts question to the problem types belonging to data, and determine the step of the processing node corresponding with described problem types;

Described method also comprises:

If described process instruction be represent described contact staff can answer described garbage information filtering after user put question to the instruction of data, then receive second after described contact staff process and process rear data record, after described second process, data record comprises the process state information after replying data and the second renewal.

The invention provides another kind of user data disposal route, comprising:

Obtaining user puts question to data and user to put question to first of data to identify, and the first mark is the mark that user puts question to data in third-party server;

Data and user is putd question to put question to first of data the mark to send to self-operation side's server user by the data read and write interface of third-party server, identify for user puts question to data to distribute second to make self-operation side's server, and generate the data record of puing question to data corresponding with user in a database, data correlation is putd question to be stored in data record the first mark, the second mark and user, and obtain the answer data of puing question to data corresponding with user, answer data are added in data record; Wherein, the second mark is that described user puts question to the mark of data in self-operation side's server;

The answer data and first that reception self-operation side server is sent by data read and write interface identify;

According to the first mark, answer data are presented under user puts question to data.

Described acquisition user puts question to data, comprising:

Put question to data from whole user and obtain the user not comprising described self-operation side account information and put question to data.

Described acquisition user puts question to data, comprising:

Put question to data to obtain from whole user and there is the user not answering status indication put question to data.

Described method also comprises:

Receive described answer data, described first mark and the process state information after upgrading that described self-operation side server is sent by described data read and write interface, the process state information after described renewal obtains after described self-operation side server processes described data record;

Described answer data are presented under described user puts question to data according to described first mark, and redefine according to the process state information after described renewal the status indication that described user puts question to data.

The invention provides a kind of self-operation side server, comprising:

Receiver module, puts question to data and this user to put question to first of data to identify for receiving third-party server by the user that the data read and write interface of third-party server sends; Wherein, the first mark is the mark that user puts question to data in third-party server;

Stores processor module, the second mark is distributed for puing question to data for user, and generate the data record of puing question to data corresponding with user in a database, data correlation is putd question to be stored in data record the first mark, the second mark and user, wherein, the second mark is that user puts question to the mark of data in self-operation side's server;

Answer data for obtaining the answer data of puing question to data corresponding with user, and are added in data record by acquisition module;

Answer data, for answer data and the first mark being sent to third-party server by data read and write interface, to be presented under user puts question to data to make third-party server according to the first mark by sending module.

Optionally, described server also comprises:

Filtering module, for by semantic analysis, puts question to the junk information in data message to filter to described user;

Described stores processor module specifically for: by described first mark, described second mark and garbage information filtering after user put question to data correlation to be stored in described data record;

Described acquisition module specifically for: obtain and the answer data of puing question to data corresponding of the user after garbage information filtering.

Described acquisition module, comprising:

Determining unit, for determining that described user puts question to the problem types belonging to data, and determines the processing node corresponding with described problem types;

Transmitting element, for sending to described processing node by described data record;

First receiving element, return for receiving described processing node first processes rear data record, and the rear data record of described first process comprises the process state information after the first renewal and answer data.

Optionally, described sending module also for:

Optionally, described transmitting element also for:

The data record carrying the application identities that described user puts question to data corresponding is sent to described processing node by described data read and write interface, and the application permission of each processor stored according to described application identities and described processing node to make described processing node carries out purview certification to the processor of processing said data record.

Optionally, described acquisition module also comprises: the second receiving element, indicates the process of described data record for receiving contact staff;

Described determining unit specifically for: described process instruction be represent described contact staff can not answer described garbage information filtering after user put question to the instruction of data time, perform and describedly determine that described user puts question to the problem types belonging to data, and determine the step of the processing node corresponding with described problem types;

Described second receiving element, also in described process instruction be represent contact staff can answer described garbage information filtering after user put question to the instruction of data time, receive second after described contact staff process and process rear data record, after described second process, data record comprises the process state information after replying data and the second renewal.

The invention provides a kind of third-party server, comprising:

Acquisition module, puts question to data and user to put question to first of data to identify for obtaining user, and the first mark is the mark that user puts question to data in third-party server;

Sending module, data and user is putd question to put question to first of data the mark to send to self-operation side's server user for the data read and write interface by third-party server, identify for user puts question to data to distribute second to make self-operation side's server, and generate the data record of puing question to data corresponding with user in a database, data correlation is putd question to be stored in data record the first mark, the second mark and user, and obtain the answer data of puing question to data corresponding with user, answer data are added in data record; Wherein, the second mark is that described user puts question to the mark of data in self-operation side's server;

Receiver module, the answer data and first sent by data read and write interface for receiving self-operation side's server are identified;

Answer data for according to the first mark, are presented under user puts question to data by display module.

Described acquisition module comprises:

First acquiring unit, obtains the user not comprising described self-operation side account information put question to data for puing question in data from whole user.

Described acquisition module comprises:

Second acquisition unit, has the user not answering status indication put question to data for puing question in data from whole user to obtain.

Described receiver module also for:

Described server also comprises:

Determination module, for redefining according to the process state information after described renewal the status indication that described user puts question to data.

The invention provides a kind of user data disposal system, comprising:

Self-operation side as above server and third-party server as above.

User data disposal route provided by the invention, server and system, self-operation side's server is mutual by the data read and write interface and third-party server calling third-party server, thus, after third-party server obtains the mark that user puts question to data and this user puts question to data in third-party server, by this data read and write interface, data and this user this user is putd question to put question to the mark of data to send to self-operation side's server, self-operation side's server adds the data record of puing question to data corresponding with this user in a database, and this user of association store puts question to data, this user puts question to the mark of data in third-party server and this user to put question to the mark of data in self-operation side's server.Thus, based on this data read and write interface, achieve third-party server and automatically user putd question to data inputting to the object of self-operation side's server, improve the treatment effeciency that user puts question to data.And then, obtain after this user puts question to the answer data of data at self-operation side's server, these answer data are also associated stored in data record, and then, the mark correspondence of data in third-party server is putd question to send to third-party server these answer data and this user, make third-party server to put question to data correlation to show these answer data and this user, present to user.Thus, in self-operation side's server, achieve the answer that user puts question to data, also improve the process convenience that user puts question to data.And, put question to the mark of data in third-party server based on above-mentioned data read and write interface and user, achieve answer data and show from self-operation side's server to the association of third-party server.

Accompanying drawing explanation

In order to be illustrated more clearly in the embodiment of the present invention or technical scheme of the prior art, be briefly described to the accompanying drawing used required in embodiment or description of the prior art below, apparently, accompanying drawing in the following describes is some embodiments of the present invention, for those of ordinary skill in the art, under the prerequisite not paying creative work, other accompanying drawing can also be obtained according to these accompanying drawings.

Fig. 1 is the process flow diagram of user data disposal route embodiment one of the present invention;

Fig. 2 is the process flow diagram of user data disposal route embodiment two of the present invention;

Fig. 3 is the process flow diagram of the specific implementation of middle step 203 embodiment illustrated in fig. 2;

Fig. 4 is the process flow diagram of user data disposal route embodiment three of the present invention;

Fig. 5 is the structural representation of the present invention self-operation side server example one;

Fig. 6 is the structural representation of the present invention self-operation side server example two;

Fig. 7 is the structural representation of third-party server embodiment one of the present invention;

Fig. 8 is the structural representation of user data disposal system embodiment of the present invention.

Embodiment

For making the object of the embodiment of the present invention, technical scheme and advantage clearly, below in conjunction with the accompanying drawing in the embodiment of the present invention, technical scheme in the embodiment of the present invention is clearly and completely described, obviously, described embodiment is the present invention's part embodiment, instead of whole embodiments.Based on the embodiment in the present invention, those of ordinary skill in the art, not making the every other embodiment obtained under creative work prerequisite, belong to the scope of protection of the invention.

Before the implementation specifically introducing above-mentioned user data disposal route, first the related content such as application scenarios and hardware support of the embodiment of the present invention is introduced.

In the embodiment of the present invention, third-party server can be such as the server of third-party platform such as forum's platform, self-operation side's server belongs to the server that certain applies the operator of such as playing, use the user of this application can issue in above-mentioned third-party platform and put question to data, be called that user puts question to data, this user puts question to data to be correspond to user in the data using the various problems run in the process of this application.

The enquirement data issued in third-party platform to make user by self-operation side's collects, can reply to make relevant contact staff or the enquirement of other treatment peoples to user, feed back.Third-party server its data read and write interface open, thus realize the mutual of third-party server and self-operation side's server based on this data read and write interface.

An actual application scenarios is: suppose that third-party platform is for game forum platform, user runs into various problem in the process of playing games, and what if etc. such as GID is stolen, and these problems can be delivered by user in game forum platform.Other users, after seeing the problem that this user delivers, may have certain answer or comment etc.The information such as comment, answer of the asked questions deliver above-mentioned user and other users is called that user puts question to data in the lump.That is, this user puts question in data the floor data containing the information structure such as the main subsides data of certain user issue and the comment of other users.Game provider, in order to realize the objects such as game promotion better, needs to solve its various problems run into for user and game player energetically, thus game provider can be equipped with relevant contact staff to collect, answer the various problems of users' proposition.

In third-party platform such as plays forum's platform, forum's account is registered relative to the existing contact staff of needs, in the mode of answering a question for user in forum's platform side, to have employed in self-operation side i.e. game provider side in the present embodiment automatically to collect user and put question to data, and carry out the mode replying process.Why carry out above-mentioned process in side, self-operation side, being because need the various problems that collection user runs on the one hand, to upgrade to corresponding game or to improve, is answer scheme by the resource of side, self-operation side more exactly for user provides on the other hand.

Below, by conjunction with different embodiments, user data disposal route provided by the invention is described in detail.

Fig. 1 is the process flow diagram of user data disposal route embodiment one of the present invention, and the present embodiment is described from the angle of self-operation side's server, and as shown in Figure 1, the method comprises the steps:

Step 101, self-operation side's server receive third-party server and put question to data and described user to put question to first of data to identify by the user that the data read and write interface of described third-party server sends.

Wherein, described first mark is the mark of described user data in described third-party server.

Third-party server sends to self-operation side's server the mode that user puts question to data, information advancing technique can be adopted realize, namely periodically initiatively the mode of data can be putd question to realize to self-operation side server push user by third-party server, also periodically can pull user from third-party server by self-operation side's server and put question to the mode of data to realize.No matter adopt which kind of form, third-party server all needs to obtain the user sent to self-operation side's server and puts question to data.

For this reason, first, whole users that third-party server need identify current existence put question to data.Specifically, need to follow the standard data format specification of this platform defined owing to delivering data in third-party platform, therefore, third-party server can identify according to this standard data format specification determines that each user puts question to data.For example, such as defining certain character group is the origin identification that a user puts question to data, and so, the data content between two these character group then corresponds to a user and puts question to data.Thus third-party server can identify that the whole users determining current existence put question to data, third-party server also needs to obtain the mark that each user puts question to data in third-party server, i.e. the first mark.Still data are putd question to comprise main subsides data or main subsides data and floor data for above-mentioned user, this first mark can be a character string for these main subsides data of unique identification accordingly, or for a character string of these main subsides data of unique identification and floor data.Identifying user in this character string puts question to data in the position of third-party platform, can realize puing question to data in the location of third-party server to user.

Optionally, whole user can be putd question to data put question to data to send to self-operation side's server as targeted customer, to realize user whole in third-party server to put question to data inputting to the object in self-operation side's server.

Optionally, in actual use, self-operation side server needs the user obtained to put question to data can not be that whole users in third-party server put question to data, can be also not putd question to data by side, the self-operation side user that contact staff or other treatment peoples answer that is correlated with.For this reason, third-party server can adopt two kinds of following modes to realize the acquisition that above-mentioned user puts question to data:

First kind of way: third-party server is putd question to data to obtain from whole user by a white list and do not putd question to data to put question to data as targeted customer by the user answered.

Specifically, safeguard there is a white list including self-operation side's account information in third-party server, the each self-operation side account information comprised in this white list is third party's account information that the relevant contact staff of side, self-operation side uses, and namely self-operation side contact staff registers the account information of use in third-party server.Contact staff uses the object of this self-operation side's account to be: be marked at the role of user in this third-party platform the answer data that the user shown in third-party platform puts question to data.Wherein, above-mentioned white list is that self-operation side's server is synchronized to third-party server in advance.

Thus third-party server puts question to data to put question to data as above-mentioned targeted customer by puing question in data the user obtaining the self-operation side's account information do not comprised in this white list from whole user.That is, whole user putd question in data the user not comprising above-mentioned self-operation side account information to put question to data acknowledge to be decided to be do not putd question to data by the user answered and send to self-operation side's server.

Obtain after above-mentioned targeted customer puts question to data when third-party server is filtered by above-mentioned white list, data are putd question to and mark that this targeted customer puts question to data in third-party server by this targeted customer, be called the first mark, send to self-operation side's server together.

The second way: third-party server puts question to the status indication of data to select according to each user needs the targeted customer sent to self-operation side's server to put question to data.

Specifically, third-party server can put question to data to add an attribute-status indication for each user, and whether the attribute of this status indication puts question to the treatment state of data for marking user, namely mark it and answered.Concrete, this status indication can comprise does not answer status indication, closed condition mark, wherein, do not answer status indication characterize this user put question to data also not by self-operation side answer, closed condition then characterize this user put question to data by self-operation side answered and this user puts question to the answer process of data to terminate.

Under initial situation, each user in third-party server puts question to the status indication of data to be unresolved state, succeeding state mark can according to the feedback updated of self-operation side's server, particularly, by third-party server according to put question to the treatment state of data the to redefine status indicator that this user puts question to data of this user in the data record of self-operation side's server feedback, concrete correlation procedure will illustrate in subsequent embodiment, in the present embodiment, this status indication can be utilized to carry out mode that targeted customer puts question to data selection is only described.

Third-party server puts question to the status indication of data according to whole user, therefrom select have the user not answering status indication put question to data as need to self-operation side server transmission targeted customer put question to data.

Step 102, self-operation side's server are that described user puts question to data to distribute the second mark, and generate the data record of puing question to data corresponding with described user in a database, put question to data correlation to be stored in described data record described first mark, described second mark and described user.

Wherein, described second mark is that described user puts question to the mark of data in self-operation side's server.

Self-operation side's server receive third-party server send user put question to data and above-mentioned targeted customer put question to data and its first mark after, to this targeted customer put question to data carry out warehouse-in process.

Particularly, first self-operation side's server can put question to data to distribute its mark in this self-operation side's server for this targeted customer, i.e. the second mark.This second mark is such as a numbering for this targeted customer puts question to data to distribute.This second mark identifies with above-mentioned first the corresponding relation that there is one_to_one corresponding or one-to-many.Specifically, when this targeted customer puts question to data only to comprise such as above-mentioned main subsides data, the second mark and first identifies exists one-to-one relationship; When this targeted customer puts question to data to comprise main subsides data and multiple floor data, the second mark identifies the corresponding relation that there is one-to-many, because each floor data can by identifying accordingly with first.Thus this second mark is equivalent to targeted customer to put question to data integrally, labels in self-operation side's server.

And then self-operation side's server generates a data record of puing question to data corresponding with this targeted customer in a database, put question to first of data to identify this targeted customer, second mark and this targeted customer put question to data correlation to be stored in this data record.

Step 103, self-operation side's server obtain the answer data of puing question to data corresponding with described user, and described answer data are added in described data record.

Self-operation side's server needs to obtain the answer data of puing question to data corresponding with this user then.

Wherein, the acquisition of these answer data, optionally, can be that the contact staff of side, self-operation side is logging in self-operation side's server and after the user checking in the above-mentioned data record stored in database puts question to data, when finding that it can be answered, obtained by the mode receiving the answer data that contact staff directly inputs, also can when contact staff can not answer, by this data record is sent to other relevant treatment nodes, other treatment peoples are such as played maintainer, research staff etc. assist answer, and obtain replying data feedback to the mode of self-operation side's server, obtain the method replying data in detail to describe in subsequent embodiment.

In the present embodiment, obtain after in above-mentioned data record, user puts question to the answer data of data at self-operation side's server, by this answer data correlation stored in this data record, thus in self-operation side's server, have recorded that this user puts question to data, it replies the relevant information such as data.

Described answer data and described first mark are sent to described third-party server by described data read and write interface by step 104, self-operation side's server, described answer data to be presented under described user puts question to data to make described third-party server according to described first mark.

Not only need to store the details that above-mentioned related ends user puts question to data in self-operation side's server, comprise this targeted customer and put question to data, its answer data etc., also need this answer data feedback to third-party server, to make third-party server put question to data correlation to show these answer data and this targeted customer, thus this targeted customer is made to put question to the presenter of data to know solution.That is, obtain after user puts question to the answer data of data at self-operation side's server, need this answer data feedback to third-party server, these answer data and corresponding user put question to after data correlation shows by third-party server, deliver this user put question to the user of data just can see customer service platform is for its answer data provided and solution, realize the closed-loop process of " come from which, go to which ".

Therefore, in order to realize above-mentioned association display, self-operation side's server needs these answer data and this targeted customer to be putd question to first of data the mark to send to third-party server by above-mentioned data read and write interface, know that to make third-party server these answer data are the answer data which user puts question to data, thus, third-party server puts question to data to position according to this first mark to targeted customer, these answer data is presented under this targeted customer puts question to data.

As aforesaid, self-operation side's server is embody with the role of self-operation side's account in third-party platform side, therefore, when it sends answer data and the first mark to third-party server, also need to send with the third-party platform user form of this self-operation side's account.

Specifically, self-operation side's account information of current employing and encrypted message can be sent to third-party server by described data read and write interface by self-operation side's server, if third-party server inquires this self-operation side's account in register account number and password is correct, then by checking.After checking, self-operation side's account information that answer data, first identify and adopt is sent to third-party server by described data read and write interface by self-operation side's server.Thus, third-party server by these answer data with the user role of this self-operation side's account information be presented at first mark instruction user put question to data under.

What deserves to be explained is, in the present embodiment, not carry out in third-party platform side the answer that user puts question to data, but in self-operation side's server, carry out the answer that user puts question to data, just with the user role of self-operation side's account, answer data are presented in third-party platform.

In the present embodiment, self-operation side's server is mutual by the data read and write interface and third-party server calling third-party server, thus, third-party server obtain targeted customer put question to data and its in third-party server first mark after, by this data read and write interface, data and its first mark this targeted customer is putd question to send to self-operation side's server, self-operation side's server adds the data record of puing question to data corresponding with this targeted customer in a database, and this targeted customer of association store puts question to data, its in third-party server first mark and its in self-operation side server second identify.Thus, based on this data read and write interface, achieve third-party server and automatically user putd question to data inputting to the object of self-operation side's server, improve the treatment effeciency that user puts question to data.And then, obtain after this user puts question to the answer data of data at self-operation side's server, these answer data are also associated stored in data record, and then, the mark correspondence of data in third-party server is putd question to send to third-party server these answer data and this user, make third-party server to put question to data correlation to show these answer data and this user, present to user.Thus, in self-operation side's server, achieve the answer that user puts question to data, also improve the process convenience that user puts question to data.And, put question to the mark of data in third-party server based on above-mentioned data read and write interface and user, achieve answer data and show from self-operation side's server to the association of third-party server.

Fig. 2 is the process flow diagram of user data disposal route embodiment two of the present invention, as shown in Figure 2, on basis embodiment illustrated in fig. 1, in above-mentioned steps 101 self-operation side's server receive third-party server by the described user that described data read and write interface sends put question to data and described user put question to data first mark after, also comprise the steps:

Step 201, self-operation side's server, by semantic analysis, put question to the junk information in data message to filter to described user.

Accordingly, step 102 and step 103 adaptive change are:

Step 202, data are putd question to distribute the second mark for described user, and generate the data record of puing question to data corresponding with described user in a database, put question to data correlation to be stored in described data record the user after described first mark, described second mark and garbage information filtering.

The answer data that step 203, acquisition put question to data corresponding with the user after garbage information filtering, and described answer data are added in described data record.

As aforesaid, a user puts question to the review information that may there are other users in data, probably there is junk information in these review information, such as follow-up, water subsides etc.In order to avoid information redundancy, in the present embodiment, can, by the mode of semantic analysis, the junk information in data message be putd question to filter to user.Such as, the information etc. of the function word that filtering and user put question to data to have nothing to do, emoticon, repetition meaning.

Particularly, be the process flow diagram of the specific implementation of middle step 203 embodiment illustrated in fig. 2 with reference to Fig. 3, Fig. 3, as shown in Figure 3, above-mentioned steps 203 specifically comprises the steps:

Step 301, self-operation side's server receive contact staff and indicate the process of described data record, determine described process indicate whether to represent described contact staff can not answer described garbage information filtering after user put question to the instruction of data, if, then perform step 302-303, if not, then perform step 304.

Step 302, self-operation side's server determine that described user puts question to the problem types belonging to data, and determine the processing node corresponding with described problem types.

Described data record is sent to described processing node by step 303, self-operation side's server, and data record after receiving the first process that described processing node returns, the process state information after data record comprises the first renewal after described first process and reply data.

After step 304, self-operation side's server receive described contact staff process second processes rear data record, and after described second process, data record comprises the process state information after replying data and the second renewal.

In the present embodiment, in the data record of puing question to data corresponding with user generated, except including, above-mentioned first mark, second identifies, user puts question to data (in the present embodiment, correspond to the user after garbage information filtering and put question to data) outward, also comprise process state information, this process state information is used for recording the process trace information of this data record in detail, whom such as comprises, when, has carried out the information such as the current concrete treatment state be in of data record after what kind of process, process to this data record.Wherein the concrete treatment state of data record such as comprises and answers, do not answer, and has answered representative and has obtained answer data and the solution that this user puts question to data, do not answered representative and do not obtain the answer data that this user puts question to data.Under initial situation, this concrete treatment state is set to the state of answer.

In actual use procedure, by the contact staff of self-operation side, self-operation side's server is administered and maintained, namely by contact staff, the data record in database is carried out to the process of the first step.

Owing to comprising above-mentioned process state information in data record, contact staff intuitively can see the data record being in the state of answer.Suppose that showing this data record in the process record that the user after above-mentioned garbage information filtering puts question to data corresponding is in as solution state, user after then contact staff checks this garbage information filtering puts question to data, on the one hand, if contact staff finds that oneself can answer this user puts question to data, then contact staff by sending instruction, it can process this user and puts question to the process of data to indicate, as by clicking " answer " button arranged in this data record, send this process instruction, and data input will be replied for the region of input answer data in this data record.After data record after this contact staff process and above-mentioned second processes in data record, the process state information after the process state information and above-mentioned second after including answer data and upgrading upgrades.Have recorded the process of this contact staff to this data record in process state information after this second renewal, the concrete treatment state of the time of such as contact staff's process, the rear data record of process is set to answers, also can comprise the mark of contact staff.The mark of this contact staff is such as the register account number of this contact staff in this self-operation side's server.The mark of this contact staff may be used for adjusting the workload of this contact staff, namely adds up it and has processed how many data records.

On the other hand, if contact staff finds the user after oneself can not can not answering garbage information filtering and puts question to data namely can not this data record by oneself, then send the process instruction that it can not be answered, as by clicking " circulation " button arranged in this data record, send this process instruction.Wherein, the implication of circulation this data recorded stream is forwarded to other processing node places to carry out answer process.

In the case, first self-operation side's server determines that above-mentioned user puts question to the problem types belonging to data, and determines the processing node corresponding with this problem types.And then this data record is sent to corresponding processing node by self-operation side's server.

Specifically, by puing question to user data to carry out semantic analysis or key word analysis, analyzing the key to the issue word wherein comprised, thus determining that this user puts question to the problem types belonging to data according to key to the issue word.Such as, user puts question to data to comprise: what if stolen account is.Then extract account, these two keywords stolen by analysis, thus determine that corresponding problem types is account management problem, and then according to each processing node of storage and the mapping table of problem types, inquiry obtains this processing node corresponding to account management problem, sends to this processing node place to process this data record.

In the present embodiment, it is a computer equipment that a processing node can be understood as, and this computer equipment is for depositing each pending data record corresponding with a problem types.Thus relevant treatment person's such as operation maintenance personnel at each processing node place can log in this processing node, the process of the data record wherein stored.

What deserves to be explained is, in general, because each processor may only be responsible for safeguarding that one or several is applied, example is applied as with game, different game can be safeguarded by different processors, and that is, the user of different game puts question to data can be answered by different processors.And each data record stored in a processing node, be likely what corresponding difference was played.Therefore, in order to realize different disposal person to the process being responsible for the corresponding data record of application separately, the user stored in this data record, when data record being sent to alignment processing node, can also put question to the application identities corresponding to data i.e. this user to put question to the application identities applied belonging to data to be also added in this data record and send to described processing node by self-operation side's server.

Thus when certain processor processes certain the data record in this processing node, first this processing node according to the application permission of each processor and the corresponding relation of each processor and each application identities of this locality storage, carries out purview certification to this processor.If certification is passed through, this processor is then allowed to process, its solution can input in the region for input answer data of this data record by this processor, and feed back to the data record after processing node process, namely above-mentioned first process after data record, processing node so by this first process after data record feed back to self-operation side's server.Wherein, after the first process, data record comprises the process state information after process state information i.e. first renewal of renewal.The process of this processor to this data record is have recorded in process state information after this first renewal, the concrete treatment state of data record after the time such as processed, process, also can comprise the mark of this processor, thus self-operation side's server can identify according to this processor the workload calculating this processor.Wherein, these data be recorded in processor manage everywhere after treatment state may be set to and solved or unresolved state.When this processor provides concrete answer data, this treatment state is for solve state, and on the contrary, if this processor enough could not answer this user put question to data, then this treatment state is unresolved state.

No matter that the mode directly answered by contact staff obtains data record after the process carrying and reply data, or by processing node place processor answer mode obtain carry reply data process after data record, all include the process state information after the renewal of this data record i.e. this user after this process in data record and put question to the process state information of data in self-operation side's server.Concrete treatment state comprises the state of answer and has answered state.

Thus self-operation side's server, when feeding back to third-party server, is specially: send to third-party server by data read and write interface by replying data, the first mark and the process state information after upgrading.Thus answer data to be presented at while user puts question under data by third-party server according to the first mark, also redefining according to the process state information after upgrading the status indication that this user puts question to data.

Specifically, if the process state information after this renewal represents that this user puts question to data by the state of answer answered, then third-party server redefines this user and puts question to the status indication of data for closed condition mark, is namely equivalent to this user be putd question to data to be updated to closed condition mark from original status indication of not answering.If the process state information after this renewal be represent this user put question to data do not obtain answer do not answer state, then third-party server redefines this user and puts question to the status indication of data for not answer status indication, is namely equivalent to this user to put question to data to keep original status indication of not answering constant.

In the present embodiment, self-operation side's server is mutual by the data read and write interface and third-party server calling third-party server, data are putd question to the user obtained in third-party server, and by puing question to the filtration of data to user, thus user can be removed put question to redundant information in data, to improve self-operation side's server puts question to data answer treatment effeciency to user.And, by puing question to the determination of the problem types of data to the user after filtration, manage being distributed to the processing node corresponding with this problem types with the data record that user after this filtration puts question to data corresponding everywhere, utilize abundant process resource to carry out the answer that user puts question to data, can improve and reply data accurately and reliably.

Fig. 4 is the process flow diagram of user data disposal route embodiment three of the present invention, and in the present embodiment, be described from the angle of third-party server user data disposal route, as shown in Figure 4, the method specifically comprises the steps:

Step 401, third-party server obtain user and put question to data and described user to put question to first of data to identify, and described first mark is that described user puts question to the mark of data in described third-party server.

For realizing puing question to data automatic input to the object in self-operation side's server the user in third-party server, third-party server is first by character recognition, and determine that whole user to be selected puts question to data, the every bar user namely identified in forum's platform puts question to data.Usually, a user puts question to the reference position of data by specific character mark, the data between two specific characters can be thought that a user puts question to data.And then third-party server also needs to obtain the mark that each user puts question to data in third-party server, i.e. the first mark.When above-mentioned put question to data to comprise main subsides data and floor data for user, specifically can obtain this user by the parsing of the main subsides data and floor data of each user being putd question to data and put question to first of data to identify.For example, for main subsides data, publisher's mark of these data and issuing time, or the positional information of these main subsides data in third-party platform all can as this first mark.

Optionally, third-party server identify each user put question to data and obtain each user put question to data first mark after, whole user can be putd question to data put question to data to send to self-operation side's server as targeted customer.

Optionally, third-party server sends to the targeted customer of self-operation side's server to put question to data also can be determine after third-party server puts question to data necessarily to screen to whole user.

In the present embodiment, third-party server can also adopt two kinds of following modes to realize the acquisition that above-mentioned user puts question to data, and namely puing question to data to filter out from whole user needs the targeted customer sent to self-operation side's server to put question to data.

First kind of way is realize based on the white list comprising self-operation side's account information stored in third-party server: put question to data from whole user and obtain the user not comprising described self-operation side account information and put question to data to put question to data as targeted customer.

The second way is that the status indication of puing question to data all to have based on each user in third-party server realizes: put question to data to obtain from whole user and have the user not answering status indication and put question to data to put question to data as targeted customer.

Wherein, if user puts question to data not by self-operation side's answer, then described user puts question to the status indication of data for not answer status indication; If user puts question to data by self-operation side's answer, then described user puts question to the answer process of data to terminate, and described user puts question to the status indication of data to be that closed condition has marked.

The specific implementation process of above-mentioned two kinds of modes describes in the embodiment shown in fig. 1, repeats no more herein.

Described user puts question to data and described user to put question to first of data the mark to send to self-operation side's server by the data read and write interface of third-party server by step 402, third-party server.

As foregoing embodiments is said, third-party server is by its data read and write interface open thus make self-operation side server by this data read and write interface and third-party server alternately, can put question to data with the user obtained in forum's platform.

Therefore, after third-party server acquisition needs the above-mentioned several targeted customer sent to self-operation side's server to put question to any one targeted customer in data to put question to data and this targeted customer to put question to the first mark of data, this targeted customer puts question to data and its first mark to send to self-operation side's server by this data read and write interface by third-party server.

And then first self-operation side's server can put question to data to distribute its mark in this self-operation side's server for this targeted customer, i.e. the second mark, it is such as its distribution numbering.Afterwards, self-operation side's server generates a data record of puing question to data corresponding with this targeted customer in a database, put question to first of data to identify this targeted customer, second mark and this targeted customer put question to data correlation to be stored in this data record.Afterwards, self-operation side's server obtains the answer data of puing question to data corresponding with this targeted customer by the mode described in foregoing embodiments, and answer data is added in above-mentioned data record.And then these answer data and above-mentioned first mark are sent to third-party server, to inform that these answer data of third-party server are answer data that this first user identified puts question to data by self-operation side's server.

Step 403, third-party server receive the described answer data and described first mark that described self-operation side server sent by described data read and write interface.

Described answer data, according to described first mark, are presented under described user puts question to data by step 404, third-party server.

Third-party server, after receiving above-mentioned answer data and the first mark, puts question to data according to this first mark location to above-mentioned targeted customer, and then these answer data is presented under this targeted customer puts question to data.

Optionally, in the data record of puing question to data corresponding with targeted customer that self-operation side's server generates, put question to data except comprising above-mentioned first mark, the second mark and targeted customer and reply except data, process state information can also be comprised, this process state information puts question to the treatment state of data in self-operation side's server for describing this targeted customer, is also the treatment state of this data record.Specifically can comprise unresolved state and solve state.Time initial, what comprise in this process state information is unresolved state.

As in the foregoing embodiment, the process track that the processor that can record contact staff or processing node place in this process state information carries out this data record.In this process state information except can comprising the information such as processor's mark or contact staff's mark, processing time, what is more important, also comprises this data record after treatment, is specifically set to the description of which kind of concrete treatment state.

Such as, if contact staff or the processor targeted customer provided in this data record puts question to the answer data of data, what should comprise in the process state information then in this data record is " solving " this concrete treatment state, if contact staff is after can not answering, forward this data recorded stream to different disposal Nodes, if final processor can not provide the targeted customer in this data record to put question to the answer data of data, then what should comprise in the process state information in this data record is " unresolved " this concrete treatment state.Thus, according to said process, initial process state information is upgraded.

Thus, at self-operation side's server except above-mentioned answer data, the first mark can being sent to third-party server, the process state information after this renewal also can also be sent to third-party server.Like this, third-party server is after receiving answer data, the first mark and the process state information after upgrading that self-operation side's server sent by data read and write interface, on the one hand, answer data are presented under targeted customer puts question to data according to the first mark, on the other hand, redefine according to the process state information after this renewal the status indication that this targeted customer puts question to data.

In the present embodiment, self-operation side's server by the data read and write interface of third-party server and third-party server mutual, thus, based on this data read and write interface, the mark that server user that can obtain in third-party server in self-operation side's puts question to data and this user puts question to data in third-party server, and after obtaining the answer data of puing question to data corresponding with user, the mark of data in third-party server is putd question to send to third-party server answer data and this user by this data read and write interface, answer data and user put question to data correlation to show according to this mark by third-party server.Based on above-mentioned data read and write interface, achieve the user that self-operation side's server obtains in third-party server automatically and put question to data, improve the object that user puts question to the treatment effeciency of data.And, the answer process that user puts question to data can be carried out in side, self-operation side, based on above-mentioned data read and write interface, the answer data obtained in side, self-operation side are presented at third-party platform side, also improve the process convenience that user puts question to data.

Fig. 5 is the structural representation of the present invention self-operation side server example one, and as shown in Figure 5, this self-operation side's server comprises:

Receiver module 11, puts question to data and described user to put question to first of data to identify for receiving third-party server by the user that the data read and write interface of described third-party server sends; Wherein, described first mark is that described user puts question to the mark of data in described third-party server.

Stores processor module 12, the second mark is distributed for puing question to data for described user, and generate the data record of puing question to data corresponding with described user in a database, data correlation is putd question to be stored in described data record described first mark, described second mark and described user, wherein, described second mark is that described user puts question to the mark of data in self-operation side's server.

Described answer data for obtaining the answer data of puing question to data corresponding with described user, and are added in described data record by acquisition module 13.

Sending module 14, for described answer data and described first mark being sent to described third-party server by described data read and write interface, described answer data are presented under described user puts question to data to make described third-party server according to described first mark.

Optionally, the white list comprising self-operation side's account information is stored in described third-party server.Described user puts question to data to comprise described third-party server and puts question to from whole user and obtain data, and the user not comprising described self-operation side account information puts question to data.

Optionally, each user in described third-party server puts question to data all to have status indication, and described status indication puts question to the treatment state of data for marking corresponding user, and described status indication comprises does not answer status indication, closed condition mark.Described user puts question to data to comprise described 3rd server and puts question to from whole user and obtain data, has the user not answering status indication and puts question to data.

Self-operation side's server of the present embodiment may be used for the technical scheme performing embodiment of the method shown in Fig. 1, and it realizes principle and technique effect is similar, repeats no more herein.

Fig. 6 is the structural representation of the present invention self-operation side server example two, and as shown in Figure 6, on basis embodiment illustrated in fig. 5, described server also comprises:

Filtering module 21, for by semantic analysis, puts question to the junk information in data message to filter to described user.

Described stores processor module 12 specifically for: by described first mark, described second mark and garbage information filtering after user put question to data correlation to be stored in described data record.

Described acquisition module 13 specifically for: obtain and the answer data of puing question to data corresponding of the user after garbage information filtering.

Further, also comprise process state information in described data record, described process state information puts question to the treatment state of data in self-operation side's server for describing described user.

Concrete, described acquisition module 13, comprising:

Determining unit 131, for determining that described user puts question to the problem types belonging to data, and determines the processing node corresponding with described problem types.

Transmitting element 132, for sending to described processing node by described data record.

First receiving element 133, return for receiving described processing node first processes rear data record, and the rear data record of described first process comprises the process state information after the first renewal and answer data.

Further, described transmitting element 132 also for:

Further, described sending module 14 also for:

Further, described acquisition module 13 also comprises: the second receiving element 134, indicates the process of described data record for receiving contact staff.

Described determining unit 131 specifically for: described process instruction be represent described contact staff can not answer described garbage information filtering after user put question to the instruction of data time, perform and describedly determine that described user puts question to the problem types belonging to data, and determine the step of the processing node corresponding with described problem types.

Described second receiving element 134, also in described process instruction be represent contact staff can answer described garbage information filtering after user put question to the instruction of data time, receive second after described contact staff process and process rear data record, after described second process, data record comprises the process state information after replying data and the second renewal.

Self-operation side's server of the present embodiment may be used for the technical scheme performing embodiment of the method shown in Fig. 2 and Fig. 3, and it realizes principle and technique effect is similar, repeats no more herein.

Fig. 7 is the structural representation of third-party server embodiment one of the present invention, and as shown in Figure 7, this third-party server comprises:

Acquisition module 31, puts question to data and described user to put question to first of data to identify for obtaining user, and described first mark is that described user puts question to the mark of data in described third-party server.

Sending module 32, for puing question to data and described user to put question to first of data the mark to send to self-operation side's server described user by data read and write interface, be that described user puts question to data to distribute the second mark to make described self-operation side server, and generate the data record of puing question to data corresponding with described user in a database, by described first mark, described second mark and described user put question to data correlation to be stored in described data record, and obtain the answer data of puing question to data corresponding with described user, described answer data are added in described data record, wherein, described second mark is that described user puts question to the mark of data in self-operation side's server.

Receiver module 33, the described answer data and described first sent by described data read and write interface for receiving described self-operation side server are identified.

Described answer data for according to described first mark, are presented under described user puts question to data by display module 34.

Optionally, the white list comprising self-operation side's account information is stored in described third-party server.

Described acquisition module 31 comprises:

First acquiring unit 311, obtains the user not comprising described self-operation side account information put question to data for puing question in data from whole user.

Optionally, each user in described third-party server puts question to data all to have status indication, and described status indication puts question to the treatment state of data for marking corresponding user, and described status indication comprises does not answer status indication, closed condition mark.

Described acquisition module 31 comprises:

Second acquisition unit 312, has the user not answering status indication put question to data for puing question in data from whole user to obtain.

Described receiver module 33 also for:

Receive described answer data, described first mark and the process state information after upgrading that described self-operation side server is sent by described data read and write interface, the process state information after described renewal obtains after described self-operation side server processes described data record.

Described server also comprises:

Determination module 41, for redefining according to the process state information after described renewal the status indication that described user puts question to data.

The third-party server of the present embodiment may be used for the technical scheme performing embodiment of the method shown in Fig. 4, and it realizes principle and technique effect is similar, repeats no more herein.

Fig. 8 is the structural representation of user data disposal system embodiment of the present invention, and as shown in Figure 8, this system comprises:

Self-operation side's server as shown in Figure 5 or Figure 6 and third-party server as shown in Figure 7.

The forum user data handling system of the present embodiment may be used for the technical scheme performing embodiment of the method shown in Fig. 1, Fig. 2 and Fig. 3, and it realizes principle and technique effect is similar, repeats no more herein.

One of ordinary skill in the art will appreciate that: all or part of step realizing said method embodiment can have been come by the hardware that programmed instruction is relevant, aforesaid program can be stored in a computer read/write memory medium, this program, when performing, performs the step comprising said method embodiment; And aforesaid storage medium comprises: ROM, RAM, magnetic disc or CD etc. various can be program code stored medium.

Last it is noted that above each embodiment is only in order to illustrate technical scheme of the present invention, be not intended to limit; Although with reference to foregoing embodiments to invention has been detailed description, those of ordinary skill in the art is to be understood that: it still can be modified to the technical scheme described in foregoing embodiments, or carries out equivalent replacement to wherein some or all of technical characteristic; And these amendments or replacement, do not make the essence of appropriate technical solution depart from the scope of various embodiments of the present invention technical scheme.

Claims

1. a user data disposal route, is characterized in that, comprising:

Receiving third-party server puts question to data and described user to put question to first of data to identify by the user that the data read and write interface of described third-party server sends; Wherein, described first mark is that described user puts question to the mark of data in described third-party server;

For described user puts question to data to distribute the second mark, and generate the data record of puing question to data corresponding with described user in a database, data correlation is putd question to be stored in described data record described first mark, described second mark and described user, wherein, described second mark is that described user puts question to the mark of data in self-operation side's server;

Obtain the answer data of puing question to data corresponding with described user, and described answer data are added in described data record;

By described data read and write interface, described answer data and described first mark are sent to described third-party server, described answer data are presented under described user puts question to data to make described third-party server according to described first mark.

2. method according to claim 1, it is characterized in that, described reception third-party server by the user that the data read and write interface of described third-party server sends put question to data and described user put question to data first mark after, described method also comprises:

3. method according to claim 2, is characterized in that, also comprises process state information in described data record, and described process state information puts question to the treatment state of data in self-operation side's server for describing described user;

4. method according to claim 3, is characterized in that, describedly determines that described user puts question to the problem types belonging to data, and before determining the processing node corresponding with described problem types, also comprises:

Receive contact staff to indicate the process of described data record;

Described method also comprises:

5. a user data disposal route, is characterized in that, comprising:

Obtaining user puts question to data and described user to put question to first of data to identify, and described first mark is that described user puts question to the mark of data in described third-party server;

Data and described user is putd question to put question to first of data the mark to send to self-operation side's server described user by the data read and write interface of third-party server, be that described user puts question to data to distribute the second mark to make described self-operation side server, and generate the data record of puing question to data corresponding with described user in a database, by described first mark, described second mark and described user put question to data correlation to be stored in described data record, and obtain the answer data of puing question to data corresponding with described user, described answer data are added in described data record, wherein, described second mark is that described user puts question to the mark of data in self-operation side's server,

Receive described answer data and described first mark that described self-operation side server sent by described data read and write interface;

According to described first mark, described answer data are presented under described user puts question to data.

6. method according to claim 5, it is characterized in that, each user in described third-party server puts question to data all to have status indication, described status indication puts question to the treatment state of data for marking corresponding user, described status indication comprises does not answer status indication, closed condition mark;

Described acquisition user puts question to data, comprising:

7. method according to claim 6, is characterized in that, also comprises process state information in described data record, and described process state information puts question to the treatment state of data in self-operation side's server for describing described user;

Described method also comprises:

8. self-operation side's server, is characterized in that, comprising:

Receiver module, puts question to data and described user to put question to first of data to identify for receiving third-party server by the user that the data read and write interface of described third-party server sends; Wherein, described first mark is that described user puts question to the mark of data in described third-party server;

Stores processor module, the second mark is distributed for puing question to data for described user, and generate the data record of puing question to data corresponding with described user in a database, data correlation is putd question to be stored in described data record described first mark, described second mark and described user, wherein, described second mark is that described user puts question to the mark of data in self-operation side's server;

Described answer data for obtaining the answer data of puing question to data corresponding with described user, and are added in described data record by acquisition module;

Sending module, for described answer data and described first mark being sent to described third-party server by described data read and write interface, described answer data are presented under described user puts question to data to make described third-party server according to described first mark.

9. a third-party server, is characterized in that, comprising:

Acquisition module, puts question to data and described user to put question to first of data to identify for obtaining user, and described first mark is that described user puts question to the mark of data in described third-party server;

Sending module, for puing question to data and described user to put question to first of data the mark to send to self-operation side's server described user by data read and write interface, be that described user puts question to data to distribute the second mark to make described self-operation side server, and generate the data record of puing question to data corresponding with described user in a database, by described first mark, described second mark and described user put question to data correlation to be stored in described data record, and obtain the answer data of puing question to data corresponding with described user, described answer data are added in described data record, wherein, described second mark is that described user puts question to the mark of data in self-operation side's server,

Receiver module, the described answer data and described first sent by described data read and write interface for receiving described self-operation side server are identified;

Described answer data for according to described first mark, are presented under described user puts question to data by display module.

10. a user data disposal system, is characterized in that, comprising:

Self-operation side according to claim 8 server and third-party server according to claim 9.